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Mari Yamaguchi

Mari Yamaguchi is the Global Manager for Genesys Customer Experience (CX) design and Voice of the Customer (VoC) practices. She's also the co-host for "Take a Moment," a Genesys podcast. She has spent over a decade in the communications field, including as an award-winning broadcast journalist and advisor to elected officials. Fluent in Spanish and Japanese, Mari believes that effective communications, where one is willing to listen and create dialogue and rapport, is a building block of creating exceptional experiences. Mari draws much of her inspiration, philosophy and practice of customer experience from her Japanese heritage. She is certified in virtual facilitation, design thinking, and design thinking facilitation. Her areas of focus include customer engagement, customer journey mapping, and experience and service design.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.